Director, Account Management

In Some Jobs You Take Orders. In This One, You Write History. 

Join the healthcare information technology team that’s turning drug and medical device data into knowledge used by thousands of hospitals; the majority of U.S. health plans, retail pharmacies, and pharmacy benefit managers; and millions of healthcare decision makers throughout the world. Partnering with our information system developer and healthcare institution customers, you’ll help evolve leading-edge thinking into reality and make a measurable difference in improving human health. 

We’re looking for people who are: Intelligent. Productive. Committed. Willing and able to go above and beyond. Passionate about making a difference. Innovative. Energized. And want to play an essential role in a successful company’s continued growth.

Are you ready for this exciting challenge? 

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First Databank (FDB) is seeking a dynamic and experienced Director of Account Management to lead our Customer Success team. The Director will be responsible for developing and implementing strategies that enhance customer satisfaction, retention, and growth. This role requires a strategic thinker with a proven track record of leading customer success initiatives in a SaaS or healthcare technology environment.

This will be a hybrid role based in our South San Francisco office.

Key Responsibilities:

• Lead, mentor, and develop a high-performing Customer Success team (Account Managers & Relationship Managers). 
• Establish clear goals and KPIs for the team, ensuring alignment with company objectives.
• Foster a customer-centric culture within the team and across the organization.
• Develop and implement a comprehensive customer success strategy to improve customer satisfaction and retention.
• Create and execute customer onboarding, training, and support programs.
• Identify opportunities for upselling and cross-selling to maximize customer lifetime value.
• Build and maintain strong relationships with key customers, acting as a trusted advisor.
• Conduct regular check-ins and business reviews with customers to ensure their goals are being met.
• Address and resolve customer issues and escalations promptly and effectively.
• Collaborate with Sales, Product, and Marketing teams to ensure a seamless customer experience.
• Provide customer feedback to internal teams to influence product development and improvements.
• Develop and deliver regular reports on customer success metrics to senior management.
• Continuously evaluate and improve customer success processes and tools.
• Implement best practices and industry standards to enhance the efficiency and effectiveness of the Customer Success team.
• Utilize data and analytics to drive decision-making and optimize customer success initiatives.

Qualifications:

• Minimum of 7+ years of experience in customer success, account management, or related roles in the SaaS or healthcare technology industry.
• Proven track record of leading and scaling customer success teams.
• Experience in developing and executing customer success strategies and programs.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong customer relationships.
• Strategic thinker with strong problem-solving abilities.
• Proficient in using customer success software and CRM tools.
• Data-driven with strong analytical skills.

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About FDB:

FDB is the leading provider of drug and medical device knowledge that helps healthcare professionals make precise decisions. With thousands of customers worldwide, FDB enables our information system developer partners to deliver valuable, useful, and differentiated solutions. We offer more than three decades of experience in transforming medical knowledge into actionable, targeted, and effective solutions that help improve patient safety, operational efficiency, and healthcare outcomes. For a complete look at our solutions and services, please visit www.fdbhealth.com or follow us on LinkedIn.

We value Integrity, Respect, Responsibility, Teamwork, and Creativity. Our offices in South San Francisco and Indianapolis have been awarded with Top Workplaces honors by The Bay Area News Group and the Indy Star, since 2016